What is Customer Orientation? Importance, Process and Examples of Ritz Carlton and Amazon (262)

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Customer Orientation is an organizational approach where the customer is given absolute importance and is at the core of all activities.

Customer Orientation provides insight into customer satisfaction and helps organizations fulfil their need and expectation.

Customer Orientation Skills

1. Empathy
2. Understanding
3. Agility
4. Effective interactions
5. Active listening
6. Problem-solving skills
7. Customer-focus

Importance of Customer Orientation

1. Customer orientation leads to customer satisfaction
2. Encourages customer loyalty
3. Repeated sales
4. Generates better revenues
5. Mouth publicity

How do you achieve Customer Orientation?

Appropriate Recruitment

Appropriate Recruitment means hiring an employee who has the required technical skills along with soft skills like empathy, problem-solving and friendly nature.

Valuing employees

Employees are the backbone of an organization and it is important to treat them with respect and appreciate their efforts. Satisfied employees will serve their customers with the right attitude and this will result in better customer engagement

Good training

The customer service team should be given proper training so that the employees are equipped to handle every issue with aplomb

Lead by Example

The entire management should adopt the customer-centric approach and lead by example

Employee satisfaction

Employees have to deal with customers and their satisfaction and dissatisfaction level has a direct impact on the way they treat the customers. Organizations should put the onus on employee satisfaction to achieve Customer Orientation.

Fulfilment of promises

The organization that fulfils its promises to the employees and customers see better growth than the companies that are least bothered by it.

Understanding your customer

Understanding the needs of customers and helping them in case of any issues goes a long way in maintaining a good brand-customer relationship.

Staff empowerment

The customer service team should be empowered so that they can act on their own and take decisions as per the need of the hour.

Customer Orientation Examples

1. Ritz Carlton
2. Marriott
3. Amazon

This video is on Customer Orientation and it has the following sub-topics.

Time Stamps

0:00 Introduction to Customer Orientation
00:21 Definition of Customer Orientation
00:45 What is Customer Orientation?
01:11 Customer Orientation Skills
01:58 Importance of Customer Orientation
02:19 How do you achieve Customer Orientation?
02:22 Appropriate Recruitment
02:42 Valuing employees
02:54 Good training
03:05 Lead by Example
03:21 Employee satisfaction
03:27 Fulfilment of promises
03:40 Understanding your customer
03:52 Staff empowerment
04:05 Customer Orientation Examples
04:08 Example – Ritz Carlton
04:35 Example - Marriott
04:44 Example - Amazon